Help Desk Team Lead
Are you ready to take your IT career to the next level? Solarus Technologies, a growing Managed Services Provider (MSP), is looking for a Help Desk Team Lead to join our dynamic team! This is an exciting opportunity to lead a team of IT Support Engineers, provide top-tier technical support, and work directly with clients to ensure seamless IT operations.
Why Join Us?
✔ Lead a talented IT support team in a fast-paced, client-driven MSP environment.✔ Hands-on technical work while mentoring and developing engineers.
✔ Exposure to diverse technologies across multiple industries.
✔ Opportunities for career growth, certifications, and leadership development.
What You’ll Be Doing:
🔹 Team Leadership & Mentorship: Train, develop, and hold IT Support Engineers accountable for performance, on-call responsibilities, and service excellence.
🔹 Technical Support & Escalation: Act as a senior resource for troubleshooting complex IT issues and provide technical guidance to your team.🔹 Client & Service Management: Ensure client satisfaction by delivering high-quality support, managing ticket resolution, and overseeing documentation.
🔹 Process Improvement: Work with dispatching and management to streamline ticket workflows, resolve bottlenecks, and maintain SLA compliance.
🔹 Reporting & Documentation: Produce daily end-of-day reports, manage ITGlue documentation, and oversee onboarding projects for new clients.
What We’re Looking For:
✔ 3+ years of Tier 3 IT support experience, preferably in an MSP environment.✔ 1+ years of leadership, supervisory, or mentorship experience.
✔ Strong knowledge of M365, Active Directory, networking (TCP/IP, DNS, DHCP), and remote support tools.
✔ Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Autotask).
✔ Excellent client-facing and communication skills.
✔ Ability to handle employee coaching, performance management, and escalation handling.
✔ IT certifications (CompTIA, Microsoft, ITIL) are a preferred.
Ready to Lead? Apply Today!
If you're a motivated IT professional who thrives in leadership, loves problem-solving, and enjoys working in a fast-paced MSP environment, we want to hear from you! Apply now and take the next step in your IT career with Solarus Technologies.